Sr. Manager, Store Operations North America (Bilingual)

Sr. Manager, Store Operations North America (Bilingual) – Denver, CO  

Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Sr. Manager, Store Operations North America (Bilingual)

Western Union powers your pursuit. 

The Owned Locations is a new, and exciting part of Western Union’s retail strategy. We have implemented stores in Latin America and Europe, and now we are making our mark in the US. This is a great opportunity to be part of something new and create a lasting imprint on retail at Western Union. 

This position will be responsible for the day-to-day operational management and coordination for owned locations in the North America Region. Oversight includes leading and supporting the team of FLAs, Sr. FLAs and Lead Tellers across the region. This includes accountability for coordinating onboarding, training, day-to-day store operations and maintaining a positive customer experience.  

The role oversees the end-to-end operational management of the stores starting with launch readiness with the Owned Locations Project Manager to coordinate and support training, end to end testing, purchases of supplies, and monitoring service quality. 

The position will guarantee that standard processes are implemented to ensure the owned locations are a role model for the Western Union network (including amazing customer experience, cash management, equipment, connectivity, accounting, settlement, fraud prevention, security, and insurance protocols). It will also validate GTM (go to market) releases, and provide technology operations, supply chain, and IT support. 

The Sr. Manager, Store Operations North America (Bilingual) will work closely with the Compliance Officer to ensure the right operating procedures and requirements are met, and with the Facilities team to ensure the physical retail space is in the ideal stage and the requests are addressed. 

Role Responsibilities 

• Support lead tellers with the operations of their stores, including supporting them with staffing and HR decisions at each location across US. 

• Cash management decisions: calculate the amount of cash needed at the store for payouts and change for customers, that the right currency denomination is provided. Define thresholds for the FLAs to make deposits to the Smart Safe to ensure the risk at the stores is reduced. 

• Iterate on standard process(SOPs) implementation at the stores 

• Escalation matrix content owner to ensure the right contacts are available to escalate issues to CARE, Internet Provider, Security, etc. 

• Business Continuity Plan creation and implementation. 

• Customer complaints management. 

• Compliance with InfoSec and Security requirements. 

• Agent Implementation setup and maintenance to ensure accurate addresses, operator IDs etc. are in place at each store. 

• Fixed assets list by store and respond to audits. 

• Support Smart Safe & cash in transit vendor coordination. 

• New Products/services testing and implementation.